Carpetright is a leading flooring and beds retailer. Since their foundation in 1988 they have grown organically and through acquisition into an international retailer operating in four European territories: the UK, the Netherlands, Republic of Ireland and Belgium. As a result of their growth, Carpetright trade from 434 stores and concessions in the UK as well as 137 stores across Holland, the Netherlands and the Republic of Ireland. Alike their acquisition of the multiple stores across multiple countries, Carpetright acquired multiple, separate and varied bespoke business applications.
Customers are increasingly moving towards an e-commerce shopping channel. Even for home furnishings, online shopping is a major research tool. Data collected in the last three years goes to show that 70% of retailers frequently see customers researching a product online before coming into store; creating the omnishopper. With cross-channel purchasing becoming the new normal, Carpetright’s dated customer experience was set to sink them. They had to change their approach.
Held back by their numerous disjointed IT systems for documenting price enquiries, floor measurements, product quotes and complaints: creating an accurate view of a customer was difficult. Sharing information between departments, stores, support centres and flooring fitters was equally challenging and dated.
In the struggle to maintain a profitable operation, Carpetright have announced the closure of 92 stores and are now preparing for their journey to a ‘Clicks ‘n Mortar’ reality. Carpetright wanted to take a proactive response to changing technologies, creating an omni-channel environment for customers, data which makes customer decision-making easier, an easy and simple environment for colleagues and an introduction of security and controls. They recognised that to achieve this, they would need a completely new system architecture.
Working with Carpetright to fully understand their needs, our team at QUANTIQ proposed a move to Dynamics 365 to transform their digital operations, enhance operational efficiency and deliver cutting-edge customer service. We wanted to provide a revamp which would allow Carpetright to have a single view of their customers from the first entry into a Carpetright store, scroll on the Carpetright website or contact with a call centre. Powered solely by Microsoft, we knew we would be able to provide the solutions to consolidate sales campaigns, field sales customer data and interactions, allowing their team to have a constant, consistent and single view of the customer journey.
The addition of Dynamics 365 solutions also awards them further operational efficiency, meaning that the overall product journey for their customers from browsing, selection, measurement, order and delivery becomes an enhanced experience. Further awarding them the ability to be more accurate with their estimated delivery times and installation quotes.
During their Dynamics implementation, we were able to consolidate their previous customer data from the various systems in place before Dynamics. This was a particularly attractive bonus for Carpetright as it meant that not only would they be better equipped to serve future customers, but also to provide upgraded and more personalised service to their previous and current customers as well.
Using the Microsoft Cloud enables Carpetright to consolidate customer data and use services within Dynamics 365 such as Power BI and Azure Machine Learning to apply advanced analytics. This allows for a more detailed understanding of customer requirements and better anticipation of services they can develop as the market requirements change.
On Microsoft, Marcel Borlin, CTO at Carpetright stated “We are impressed with the way Microsoft is addressing the main challenges facing retailers, such as the requirements for omnichannel, capability, service agility, customer intimacy and achieving a single version of customer requirements. Making it easy is a key objective for us and we see Dynamics 365 delivering that as well as giving us greater customer focused capabilities. A key reason for selecting Dynamics 356 is that it’s fully cloud-based. We can get to information from one system that is always up-to-date which will enable us to make quicker decisions and deploy the technology across our business faster.”
On working with QUANTIQ: “We chose Microsoft Dynamics powered by QUANTIQ to support, scale and grow our business now and in the future. Throughout the road mapping and implementation of Microsoft Dynamics 365, QUANTIQ has provided the extensive experience, best practices, change management and support needed for a successful roll-out. QUANTIQ have been there every step of the way and continues to support the ongoing maintenance and development of the platform, proving their commitment to take responsibility beyond delivery.”